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UID:297@m25lib.org.uk
DTSTART;TZID=Europe/London:20090421T123000
DTEND;TZID=Europe/London:20090421T123000
DTSTAMP:20170315T113040Z
URL:https://www.m25lib.org.uk/events/coping-at-the-counter-9/
SUMMARY:Coping at the Counter
DESCRIPTION:Coping at the Counter \nTuesday 21st April 2009 09.30-12.30 \nL
 ondon Mathematical Society\n\nThis half-day workshop is designed to raise 
 your confidence in face-to-face interactions with library users. It covers
  theory and practice in skills for assertive and appropriate behaviour tow
 ards library users. There will be discussions\, exercises and theory to ex
 plain and illustrate why certain strategies work better than others\; exch
 anges of experience are encouraged. Trainer Sheila Ritchie has worked in L
 IS for many years. She trains people in personal and interpersonal skills 
 using practical and transferable methods. \n\nProgramme \n09.30 Welcome\, 
 coffee and introduction \nCourse objectives and current issues Participant
 s’ jobs: the good and the not-so-easy What do customers want and need? \
 nWhat is bad and good service? \n10.45 Break \n11.00 Assertive behaviour a
 nd how it aids communication Dealing with typical counter situations well 
 \n12.30 Workshop ends Pre-course Preparation Please write notes on some of
  the customer service situations you have experienced. This material will 
 be used as real examples on the workshop. \n\nTo reserve a space on this e
 vent either complete our online booking form at\nhttp://www.cpd25.ac.uk/co
 mponent/option\,com_philaform/Itemid\,98/form_id\,2/\nor email us directly
  at \ncpd25@lse.ac.uk \n\nCost: £80 for CPD25 members\, and £110 for oth
 er institutions\, including refreshments. \n\nPlease note that there are l
 imited places available for this event. \n\nCancellations less than one we
 ek before the event will be charged a 50% cancellation fee. In the event o
 f a ‘no-show’ on the day\, the full fee will be charged.
CATEGORIES:M25 Events
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